Executive, Community Experience (Back Office)

At GetGo, our vision is to build a world where everyone can move around freely and sustainably. As we continue to expand our geographic reach and champion sustainability, we are looking for those ready to join us on a ride in creating a meaningful future of mobility.

The Executive, Community Experience is a critical role responsible for serving as the essential bridge between the GetGo Group community and our internal business functions to ensure a seamless user journey. This role owns the back-office processing and resolution of applications, disputes, reimbursements, and account-related requests across our multi-brand ecosystem.

This is a contract role with the opportunity for renewal based on performance and business requirements.

• Manage account applications, enquiries, and changes to user particulars across the multi-brand ecosystem.
• Review and adjudicate disputes, penalties, failed end-trip charges, CKO cases, and waiver recommendations, ensuring fair and consistent outcomes.
• Process reimbursements for parking, transport, refuelling, EV charging, cleaning, and on-site services, including related promo incentives.
• Own Lost & Found operations, including inventory management, FUPO reporting, and member enquiries.
• Create and maintain accurate, user-friendly FAQ content across all brands.
• Monitor AI agent interactions, providing feedback and intervention to ensure accurate, empathetic resolutions while identifying service gaps and technical issues.
• Partner with cross-functional teams to resolve complex cases, improve workflows, and uphold a consistent, professional, and empathetic service experience.
• Adept at multitasking in a fast-paced environment, with experience managing multiple support channels (Live Chat, Email, Phone) simultaneously.
• Tech-savvy with a curiosity for AI; comfortable working alongside AI tools and help desk software (e.g. Zendesk, Nautilus).
• Strong analytical skills with the ability to identify trends in customer feedback and suggest data-driven enhancements to service processes.
• Exceptional verbal and written communication skills, with the ability to pivot tone and style across different communication platforms.
• Resilience and empathy, specifically the ability to handle difficult customer interactions and crises with a solution-oriented mindset.
• Strong personal alignment with our GetGo Values:
  • Driven by Purpose
  • Stay Curious and Humble
  • Collaborate with Empathy
  • Make it Better
  • Get It Going!

GetGo Technologies is a Singapore headquartered technology-enabled mobility group on a mission to empower communities with accessible and sustainable mobility through GetGo Carsharing and ZipZap Car Subscription. GetGo Carsharing is Singapore’s largest and fastest growing carsharing service, with 3,000 vehicles over 1,700 locations islandwide, serving a community of over half a million users, 24/7. ZipZap Car Subscription is a car subscription service that aims to redefine longer-term personal car access through flexible, all-inclusive subscriptions.